Today, end-to-end customer experience is the competitive differentiator, and customer service teams have unprecedented opportunity to elevate their role in the broader business.

The C-suite has taken notice of how service can drive elevated customer experiences, differentiate brands and drive new revenue streams. As a result, service leaders are investing in their people, processes and technology to drive nothing short of a transformation. But transforming a department that has historically been viewed as a necessary cost center into a strategic asset is no easy task.

Looking ahead, executives increasingly understand that customer service transformation requires an investment of time, talent and resources.

This report explores the insights and trends from over 3,500 service leaders.